SOURCED
Evidence

Metrics. Not “in their words.”

Every engagement measured against business outcomes defined before work begins. Not satisfaction scores. Not NPS. Not curated quotes.

Client identities and commercially sensitive detail remain confidential by contract, including where the engagement is well known. Figures are stated at sector level and every one traces to a source document. Nothing appears on this page that cannot be walked through, line by line, in a room.

QUALITY
01 — Technical support · 27 lines of business

Escalated account, turned inside 90 days.

A new quality framework was imposed mid-year. Process-knowledge weighting was cut to 50% and customer-experience parameters were made zero-tolerance — a harder instrument against which the floor immediately underperformed. Seven consecutive months below the 90% target, then a client escalation.

The redesign was implemented in November. The score crossed target the following month and held. All of it while the floor absorbed a 70% headcount increase.

Quality score

77→93%

Peak, post-implementation

Time to cross target

90 DAYS

From implementation

Concurrent headcount ramp

70%

Growth from base

Calibration variance

<5%

Across the quality function

Scale of the operating environment. 27 lines of business. 150+ trainers and 250+ quality analysts inside the capability function. 160 advisors externally accredited.

02 — Technical support · new-hire cohorts

Capability at the point of entry.

Same operating environment, measured at the cohort level. New-hire satisfaction assessed at 30 days — early enough that the result reflects the onboarding system rather than subsequent floor coaching.

New-hire CSAT · cohort A

79→89%

Measured at 30 days

New-hire CSAT · cohort B

88→98%

Measured at 30 days

CSAT
03 — Business process outsourcing · 1,600-person operation

Nineteen points of customer satisfaction, in one quarter.

A separate engagement, at operation-wide scale. Customer satisfaction rebuilt across a 1,600-person floor inside a single 90-day cycle.

Customer satisfaction

70→89%

90 days

Operation size

1,600

People in scope

04 — Train-the-trainer build

Capability that outlives the engagement.

The measure of an architecture is whether it runs without its architect. Facilitator capability was built in-house rather than retained — no dependency created, no open-ended engagement.

Facilitators trained

44

Train-the-trainer build

Ongoing retainer required

None

By design

What the participants said.

Thirty-three survey responses across three 2025 cohorts in Europe and Asia, published verbatim — including the improvement requests participants made. 100% would recommend; facilitator expertise scored 5.00 of 5 in the EMEA cohort, unanimous.

Read the feedback →
Recognition

Externally judged.

Brandon Hall Group Excellence Award — Silver

Competency Development

Golden Peacock Award

2017 · Business

Find your judgment gap.

A structured diagnostic that names where judgment is breaking in your organization — which decisions, at which altitude, under which conditions. It runs on EXLPRS.

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